"I bought my first Hypersonic laptop, an Aviator CX5, back in March of 2005. Although I had a few hiccups in the buying process, I was nonetheless happy with the machine, which lasted me for four years with no major problems. I did have to send it back once because the graphics card went on the fritz, but the tech guys were extremely helpful, and they brought my system in for repair at no cost to me, with a very quick turnaround time. I had it back in my hands in a little over a week. Hypersonic made a very good product back then, and they stood behind it. That was when they were still based on Long Island. that was before OCZ bought them out (and subsequently shut them down).

I loved that machine; n fact, I am writing this review on that very same computer, because the 2nd computer I got from them, in July of last year, has given me nothing but trouble since I got it. It came with Windows Vista, and was unstable and had a battery problem. I upgraded to Windows 7 and the system behaved fine for a time, until the on-board sound started acting up. I e-mailed Hypersonic's tech support three separate times before I finally got a response, wherein the tech apologized for the confusion and told me that they were switching over to OCZ's tech support system, and directed me to it. After a few days going back and forth on the ticket and providing them with the same details over and over (as if I knew what specific part in my system wasn't working) on the ticket, I was able to get an RMA to send my system in. Not impressed, from the get-go, with OCZ's tech support. However, the RMA did not come with a shipping voucher; I had to pay out of my own pocket to send it in to get repaired, despite that it's still under warranty. So I sent it in at the beginning of June, and then didn't hear anything for three weeks. Today, I called, and the guy on the phone had to go find the tech that was working on my machine, but then I was told that it should be fixed and ready to ship back to me next Tuesday, the 6th of July. I sent in the machine nearly a month ago (and had to pay out of my own pocket to ship it to them, despite it being under warranty). I still haven't gotten it back. I called their RMA group and was told that my system will be on its way by next Tuesday. So, hopefully, after over a month, I will finally have my computer back in a few days.

So, basically, OCZ's tech support/RMA process is convoluted and a pain in the rear end, they take forever, and they don't keep you posted as to what's going on with the status of your repair ticket. In short, their customer service is absolutely horrendous.

OCZ ruined Hypersonic, and I don't think I ever want to buy from them again."

"I write this, so you can be aware of the service that you will be received if the you buy a Hypersonic laptop. I sent on January 9, 2009 my notebook, an Hypersonic Aviator CX7 to replace the motherboard. On March 27, 2009 I paid $485 for the motherboard, $149 Diagnostics / Labor Fee, $59 Freight Charge. When I received the laptop on April 6, 2007, I feel very disappointed with the condition that I received the laptop. First, externally, on January I sent a laptop in like new condition. When I checked the laptop the battery cover was broken, the PC card slot cover was removed, the card reader cover was removed and when I see the card slot I see that the plastic surface that cover it was ripped. The top of the laptop has some scratches and I see that has a missing screw. Second, when I turn on the laptop, the fans are permanently on. In addition, I checked all the invoice and papers that I received when the laptop was repaired; but I do not find any document the warranty in terms of the reparation. I sent several emails to discuss about the problems with the customer representative. After several e mails I received one for customer representative that indicated that he will communicate with his supervisor to report that issue. Also, he said to me that all labor is guaranteed for three months (This means that I had a guarantee until June 27,2009). After several days he indicated that send the laptop to the company to fix all the external problems and check the motherboard again. I paid all the charges to send it again to the company. The laptop was received on May 8, 2009. Again I communicate with the manufacturer to check the repair status and I indicate that call me when they will be sent the laptop to me. On June 9, 2009 (1 month later) I received a phone call where the customer representative indicated that ALL my inquiries about the “cosmetic”condition were resolved and that they checked again the motherboard. On June 15, I received other phone call that said that the laptop will be send this day. I received the laptop on June 16, 2009. When I checked the laptop the ONLY repair that they make were the scratches on the top of the laptop. And now in addition of the battery cover broken, missing plastic covers,fans permanently on, etc. that previously has, now the DVD cover was bend and damaged and scratches on the corners. I communicated immediately again with the customer representative without any response."

"I have been a loyal customer of Hypersonic for year’s way back when they were in Long Island, NY. My latest system was an upgrade to an i7-920 CPU and ATI Radeon HD4870 1GB gaming box. When my system arrived I was blown away by the wiring job, every wire was virtually hidden from view while looking in the full size window. I just wanted to take a picture and send to friends. Now that I am on my fourth system I am still impressed with Hypersonic quality, price, performance and commitment to the very best in customer service. Oh did I mention I also purchased a fifth system an AG2 notebook in yellow, I call it the “lemon drop” (it’s cute). Thanks Alex and AJ, two of the best employees who literally drive the company to success. Hypersonic rates 5 Stars and 2 thumbs up in my book."

"This review is for an Aviator AC7. I am 100% satisfied with this notebook! Great customer service, answered all questions I had, even when I decided to upgrade the shipping at the last minute. Would definitely buy from them again!
Thanks guys!"

"I recently bought an AC7 and and AG2 (through a promotion), and have had nothing bad to say! I had some changes to make after I placed my order, sent them an email, and got a call back from their customer service the next morning and they made my changes before they even charged me!

Very pleasant purchasing experience. Will definitely use these guys in the future."

"These guys are awesome! They have been so helpful and willing to go the extra mile to make sure everything is just right! I purchased a laptop from them and I was even able to get the laptop without an operating system to save some cash (I had my own install disk). They have been very kind to me helping me with warranty support for my laptop battery - no questions asked! They also gave me a part I needed to upgrade my hard drive for free including shipping... that part was extremely hard to find, but Hypersonic support was able to get it for me! They have excellent communication and very supportive staff! Thank You! Jonathan."

"Review for a Sonic Boom ATS. Desktop was damaged by UPS during shipping. Hypersonic customer service was superb and highly technical. Remotely diagnosed the problem and sent a prompt RMA. Hypersonic generously offered to update my system to Core i7. Fantastic company, fantastic customer service. I have no problem highly recommending Hypersonic and will buy from them again. Can't wait to get my computer back though :-)"

"This review is for a Fusion EX7 that we purchased in June of 05. The unit is for an engineer who travels regularly. It has been working for us very well for the past three and a half years with only two exceptions.
1. The hard drives did not stay in place and could intermittently disconnect. A bit of tape fixed that problem for good.
2. Recently, the computer would power off randomly, like it became unplugged and would not run off the battery. I sent it in and Brian was able to find and repair the problem.
Unfortunately, he told me personally that he would ship it 2nd day back to our midwestern facility. Just found out that it is shipping ground.
I wanted to give a glowing review, but I'm not able to."

"BOTTOM LINE: Hypersonic PC's customer service WILL make things right, no matter what it takes.

III. This three-part story has a happy ending, and I owe it all to Alessandro.

Hypersonic's representative, Alessandro, contacted me before I even had the chance to call the company Monday morning. He was beyond horrified at the "bad" hard drive situation, and went to work at once to make things right.

To that end, Hypersonic is sending me a replacement drive - one that happens to be an upgrade, which is something I certainly did not expect - as well as replacement RAM.

Hypersonic's customer service has definitely lived up to its reputation. At this point, I can say with confidence that if there is a problem, the customer service folks WILL get it taken care of. Happy endings all aroung.

II. The Nasty Surprise

The computer they sent me died, and here is the reason why:

http://www.flickr.com/photos/doortoriver/***-***-****/

The hard drive - which THEY labelled BAD - quit without warning. That is Hypersonic's own sticker on the bottom of the hard drive. Not only that, but I only realized after taking it out that the drive is supposed to be 200 GB. I have a max of 111 because Hypersonic permanently disabled the bad sectors. I am, to put it mildly, very disappointed.

I. The Beginning of the Story

I am a Hypersonic customer since 2006, and I am very satisfied.

I won't lie; it took a while to get there. There was a period in Hypersonic's history in which its customer service fell far short of its original goals. However, I can say that since the buyout by OCZ, everything has changed for the better.

In my case, my Aviator AX9 is on its last legs. It was sent in for repair twice, but each time it came back in WORSE condition than before. I was frustrated, confused, and honestly about to call it a loss and switch to Dell; then I managed to get hold of Brian.

Brian actually listened to what I had to say. He honored the warranty I'd purchased and has guaranteed that I will be finally getting a decent replacement for my very dead laptop.

Hypersonic went through a rough period, but that's over now. It's a good company with a good staff - Brian is proof of that. "

"While I have had problems with Hypersonic PC Systems in the past, since OCZ took them over, the turn around time for repairs and customer support is greatly improved. "

"My 13 year old son wanted a laptop computer suitable for school work and gaming. He researched laptops and thought that Hypersonic would be a good choice. We ordered the Avenger AG2. After it arrived,it soon became clear that he had not ordered the correct model and that this laptop was not suitable for games needing lots of memory(like Counter Strike). We called Tom in customer service and he was very helpful in addressing our problem: how can we exchange this?! Hypersonic had not had this problem before but was willing to have us ship the AG2 back to them and build a new computer. Tom was very patient in figuring out what we needed and determined that the AR5 was a better fit for us. At about this time, Hypersonic was moving their headquarters and although there was a bit of confusion with our order in the move, Brian took over for Tom and got the job done!! He helped our problem/new order get processed and we were hopeful that we got the right one. The computer arrived, works well for us and my son is happy! We are both so glad that it all worked out! My problem now is getting him OFF the computer!

Thank you Tom, Heren and Brian for your patience and understanding. You were professional and courteous to us and we appreciate it!

Sincerely,
E. Mills"

"I've had nothing but great service from Hypersoninc. I bought a laptop last year for running construction project management software Primavera 3.1 and 6.0. I need good graphics and reliability - these guys delivered. This laptop has been all over the world (Iraq, Africa, Afghanistan), dropped several times, attacked by viruses, and keeps on ticking. I just bought a PC from them and its super - although I was cheap on the graphics card and need to upgrade."

"I recently sent my Aviator FX7 back for repairs. My laptop was purchased in December, 2005.

The nature of the problem was an intermittent failure to recognize the hard drives. This resulted in failure to boot, and occasional 'blue screens'.

My first thought was to replace the hard drives. I did this on my own, after talking to Hypersonic's tech support. This did not solve the problem.

Next I contacted tech support again, and obtained a service repair number. I sent the laptop in and waited. The resulting 'fix' was that the BIOS was set to a RAID setting incorrectly. (I strongly doubted that, as I had never used the drives in RAID mode)

The machine booted a few times, and then reverted back to the fail to boot mode. I contacted tech support again, and once again shipped the machine back to California. Shipped the laptop back on 5/27/08.

Hypersonic's techs had the machine for roughly three weeks, trying to replicate the problem. There were several proposed fixes, including a new mobo, refurbishing the current mobo, replacing the HD controller, etc.

The net result of all of this is that (so far), the laptop seems to be working as it should.

My only real complaint through the process was that I *really* had to stay on top of the process. I had to call in an reiterate information such as that the machine had already had a stress test over the weekend. It seemed that they lost focus on what to do because the problem was transient, and difficult to reproduce.

The support person mentioned several times that his supervisor didn't want to order a replacement mobo, even after I specifically asked to have that done, at my expense. I use this machine for my business, and having it out of commission for nearly a month was quite painful.

To their credit, Hypersonic did restore the machine back to full functionality, and minimized my expense in doing so.

My overall experience with the machine has been quite good. As I mentioned, this machine is used for business, and I travel quite a bit. It is on the heavier side, but considering i used to travel with full Unix workstations, this is a dream. (remember 21" monitors that weighed 90lbs themselves?)

Final comments regarding Hypersonic as a company: I feel they ultimately did a good job in taking care of my machine's problem. There could be some improvements in communication, and the speed with which the problem was resolved. That said, I am up and running again, so all is good.

"

"I bought a Hypersonic Aero AR5 a couple of weeks ago. I read several reviews indicating that the customer service was not great and that people had waited a very long time to get their machines. I placed the order anyway and called to request expedited service. Everybody that I spoke with was very helpful and they sent the machine 2 weeks earlier than the expected date. The computer is great and the service has been flawless."

"Good afternoon,

I wanted to let the people of Hypersonic PC Systems what a positive customer experience I had with your company today. As a new owner of the Aviator GX7 laptop, I was having some hard drive installation issues before reinstalling my old OS. AJ, one of your technicians, demonstrated much professionalism in assisting me with my issue, made apparent through his many years of experience in the IT industry. Please take a moment to acknowledge what a valuable asset you folks have within your organization.

Kind Regards,

Alexander J Di Fiore
email: ****@****"